System for scheduling the servicing of equipment

ABSTRACT

A computerized, Internet-based method and system for scheduling the servicing a set of items of equipment such as a fleet of motor vehicles each requiring the performance of service operations according to predetermined repair and maintenance schedules comprises compiling databases of information ( 1 ) relating to the items of equipment, the service operations ( 3 ) to be performed on them and service facilities ( 4 ) capable of performing the service operations, deriving by means of a searching and matching system ( 7 ) from the compiled information matches for an item, a required service operation and the availability of service facilities for performing the service operation; selecting from the matches a service facility capable of performing the service operation the item and scheduling by means of a notification system ( 9 ) the performance of the service operation on the item by the selected service operation.

FIELD OF THE INVENTION

This invention relates to methods of and systems for scheduling theservicing of equipment.

BACKGROUND OF THE INVENTION

Complex items of equipment, such as motor vehicles, constructionequipment, manufacturing plant, or domestic electrical equipment,require the performance of routine servicing operations in order to keepthem in good working order, and may also require non-routine servicingoperations as defects develop in the normal lifetime of the item. Wheresingle items of equipment are installed and maintained in a singlelocation, for example a factory, the problems of scheduling regularservice operations is relatively simple, because the owner or user ofthe equipment will normally be familiar with the construction of theequipment and have maintenance information and facilities readilyavailable. In the case of mass-produced equipment and in particularconsumer goods such as motor vehicles, the owners or users of theequipment are generally less familiar with the technical operation ofthe equipment and even if they are aware of the need for the performanceof service operations, they are not well enough equipped to performthem. In order to assist owners and users of such equipment in thisarea, the manufacturers of the item frequently establish a network ofservice facilities in the markets where the equipment is sold.

In the case of motor vehicles, such service facilities are normallyoperated by authorised dealers appointed by the motor manufacturers. Thefacilities typically comprise people trained in the provision of theservice operations, a stock of replacement parts, and tools with whichto perform the service operation.

Traditionally, the owner or user of the vehicle has been required toremember when each service operation is due, to initiate contacts withthe service facility provider, and make arrangements for the performanceof the service operation. Usually this process has been performed overthe telephone or by direct personal contacts between the vehicle user onthe one hand and the operator of the service facility on the other.Relatively little information available has been available or accessiblein advance by the service facility operator about the vehicle, or by thevehicle user about service facility, its availability, or its prices orother important selection criteria. As a result of this lack ofinformation, vehicle users have had difficulty in selecting a servicefacility best suited to their needs, and the operators of the servicefacility have been unable to match the services offered to the needs oftheir customers.

A further problem in the case of motor vehicle arises because of theincreasing complexity of service operations to be performed. Vehiclemanufacturers are producing vehicles in increasing numbers of modelranges, with more variants within each range, and with more optionalequipment than ever before. Since each model, variant and optionalfeature has different service requirements, the number of possibleservice operations to be performed by the service facility is increasingin direct proportion. Since the time required to perform a serviceoperation varies with the number of individual tasks to be performed,the scheduling and pricing of service operations by a service facilityis also becoming increasingly difficult.

Various proposals have been made to assist customers in selectingproviders of goods or services using the world-wide computer web, orInternet exchange. For example, U.S. Pat. No. 5,974,406 discloses anautomatic search system which receives from potential customers a searchprofile identifying the customer's preferences for a particular productor service.

The system uses the search profile to carry out a search of availableproducts and services against a database of information supplied bypotential suppliers of the goods or services. The search and matchingoperation is performed whilst the customer is off-line, and when a matchis obtained, the system automatically notifies the customer using aseparate communication mode selected by the customer. This system iscapable of for bringing together buyers and sellers where the subject ofthe transaction is relatively simple, but would not details of thewhere, in order to quote a time and a price for the performance of aservice operation, service facility requires more information about theconstruction of the vehicle than is normally available to the vehicleowner or user. U.S. Pat. No. 5,931,878 discloses a computerisedprompting system suitable for reminding vehicle owners that a routineservice operation is due on their vehicle. The system comprises apersonal database containing information about the vehicle and theowner, and a software system, all stored on a CD-ROM disc, which theowner installs on his or her personal computer. The system then createsprompts for the owner whenever a new service operation is expected tofall due. These prompts can be communicated to a local service facilitythrough the internet to set up an appointment for the performance of theservice operation. However such a system is only accessible by vehicleowners in possession of the CD-ROM disc containing the programme anddetails of the vehicle.

SUMMARY OF THE INVENTION

According to the present invention, there is provided a method andsystem for scheduling the servicing a set of items of equipment eachrequiring the performance of service operations according topredetermined repair and maintenance schedules comprising compilinginformation relating to the items of equipment, the service operationsto be performed on the items and service facilities capable ofperforming the service operations; deriving from the compiledinformation matches for an item, a required service operation and theavailability of service facilities for performing the service operation;selecting from the matches a service facility capable of performing theservice operation on the item; and scheduling the performance of theservice operation on the item by the selected service operation.

By linking together information about the items of equipment, theservice operations to be performed, and the service facilities, thesystem of the present invention allows the owner or user of theequipment to select and schedule a service facility of choice to performthe service operation.

The method and system of the present invention are capable ofapplication to any set of items of equipment that require regularmaintenance and repair, but are particularly suitable for enabling usersof mass-produced vehicle to schedule the maintenance and repair of theirvehicles with a motor vehicle dealer of their choice.

Preferably, the compiled information is accessed through an Internetuser interface that enables the user to select and schedule theperformance of the service operation.

In order to facilitate matching of information about the items ofequipment the information relating to the items of equipment ispreferably compiled in an equipment database in which each item isassigned code that correlates with the service operations to beperformed on the item.

Similarly, the information relating to the service operations is alsopreferably compiled in a service operations database in which serviceoperations are coded according to the items of equipment on which theymay be performed.

The information relating to the service facilities is also preferablycompiled in a service facility database in which service operationscapable of being performed by the service facility are coded accordingto the items of equipment on which they are to be performed.

To facilitate access to the system, the complied information ispreferably accessible by providing information relating to any one of aplurality of different characteristics of the items of equipment. Forexample in the case a system for scheduling the repair or servicing ofmotor vehicles, the information relating to the motor vehicles ispreferably accessible by supplying the vehicle identification number,the vehicle registration number or a list of features on the vehicle.

Preferably, the information relating to the service facilities includesinformation on a plurality of selection criteria for the servicefacilities, for example the periods of availability of facilities; theprices offered for performance of the service operation, andavailability of complementary equipment or services. In the case offacilities for the repair and maintenance of motor vehicles, suchcomplementary services would include for example the availability ofalternative transport whilst the service operation is being performed.

The various process steps of the present invention can be implemented onany conventional computer having the necessary storage capacity andcommunications functions, details of which will be familiar to anyperson skilled in the art. The invention therefore includes a computerprogramme comprising computer program code adapted to perform the methodof the invention when installed and run on a computer. The inventionalso includes a computer program in accordance with the inventionembodied on a computer-readable medium.

BRIEF DESCRIPTION OF THE DRAWINGS

The invention will now be described further, by way of example, withreference to the accompanying drawings, in which:

FIG. 1 is a flow chart illustrating in broad outline a method forscheduling the servicing of motor vehicles in accordance with theinvention as embodied in a computer system, and

FIGS. 2 to 4 are flow charts illustrating in more detail the structureand function of different parts of system of FIG. 1.

The method described in the drawings is a computerised system forscheduling the servicing of motor vehicles. Referring to FIG. 1, inbroad outline, the system comprises three databases. First, a vehicledatabase 1, compiled and maintained by or on behalf of the vehiclemanufacturer 2; secondly, a service operations database 3, also compiledand maintained by or on behalf of the manufacturer 2 and thirdly, aservice facility database 4 compiled and maintained for or on behalf of’service operators, namely motor vehicle dealers 5 appointed by thevehicle manufacturer 2. The compilation and maintenance of the vehicle,service operations and service facility databases 1,3 and 4 are alleffected through conventional Internet interface systems 2 a and 5 a.

The system also comprises a searching and matching system 7 whichaccesses the three databases 1,3 and 4 and a scheduling and notificationsystem 9.

The scheduling and notification system 9 contains a database maintainedby the dealers 5 of various categories of information relating to theperformance of the service operation by the dealers 5, which constituteselection criteria for the vehicle user 6. Examples of such selectioncriteria are periods of availability of facilities; prices forperformance of the service operation, and the availability supplementaryequipment or services such as a courtesy car for use by the vehicleowner whilst the service operation is being carried out. The schedulingand notification system 9 establishes two-way communications between thevehicle user 6 and the dealers 5 to confirm arrangements for schedulingthe performance of the service operation. The system also establishescommunication between the vehicle manufacturer 2 and other interestedparties such as the manufacturer's customer assistance or telephone callcentre 11.

The operation of the scheduling system shown in FIG. 1 is as follows.

If a vehicle user 6 wishes to have a service operation carried out on aparticular vehicle, the vehicle user 6 accesses the vehicle, serviceoperations and service facility databases 1,3 and 4 through aconventional Internet interface system 6 a and the searching andmatching system 7. The searching and matching system 7 obtain matchesfor the vehicle, the required service operation and the dealers 5 whoare available to perform the service operation, and presents theavailable matches to the vehicle user 6. The vehicle user 6 then selectsa preferred dealer to perform the service operation and schedules theperformance of the service operation by the selected dealer 5.

The notification system 9 then confirms the scheduling of the serviceoperation to the vehicle user 6 and the dealer 5. The confirmation tothe vehicle user 6 may be made either through the vehicle user'sInternet connection 6 a, or by an alternative mode of communication 10,as selected by the vehicle user 6, for example conventional mailservices, telephone messaging services (known as SMS) or Internetcommunications systems adapted for use by mobile telephones (known asWAP).

The notification system 9 is also accessible by the vehicle dealer 5independently of the vehicle user 6 to send messages to the vehicle user6 for example regarding the progress of the service operation, orprompts about any routine service operation that is expected to be duein the near future. In addition the notification system 9 is accessibleby the vehicle manufacturer 2 who may wish to communicate directly withvehicle owners 6, for example in the case of a vehicle recall campaign.Other operations, such the vehicle manufacture's customer call centre 11may also have access to the notification system for the purpose ofcommunication with the vehicle user about the vehicle.

FIG. 2 illustrates in more detail the structure and function of thesearching and matching system 7 and the vehicle database 1.

The first operation carried out by the searching and matching system 7is the identification of the relevant vehicle in the vehicle database 1.

The vehicle database 1 contains two categories of data. The firstcategory comprises the vehicle identification number, or VIN number, ofall the vehicles in relation to which the system can be applied. Thesenumbers are stored in a VIN number database 21. All vehiclemanufacturers allocate VIN numbers to vehicles, which uniquely identifytheir vehicles. The VIN number is displayed on the vehicle, for exampleby a stamping on the vehicle chassis or on a plate attached to thevehicle at a readily-accessible location. VIN numbers are usuallystructured according to a code system that enables a person familiarwith the system to derive from the VIN number basic information aboutthe vehicle, for example the vehicle type, and its date and place ofmanufacture. However, VIN numbers are not normally structured in such away as to enable the vehicle to be matched with all the possible serviceor repair operations to be performed on the vehicle during its lifetime.

Accordingly the vehicle database 1 also incorporates an ApplicableVehicle Specification (AVS) database 22 that contains codes (referred toherein as AVS codes) for each vehicle that are specifically structuredto correlate relevant service operations with individual vehicles. TheAVS codes typically comprise a string of code letters, groups of whichindicate the following information about the vehicle: the vehicle line,date of build, engine type, right- or left-hand drive, version,transmission type, body or cab style, emission requirements, presence orabsence of air conditioning, series, wheel base, axle ratio, andterritories where sold or not sold. Since the AVS code for a vehiclegives full information about the structure of the vehicle, it can beused to identify all the service operations that need to be performed onthe vehicle at a particular service interval. For example an AVS codethat contains a string code letters indicating that the vehicle has anautomatic transmission will imply a different combination of serviceoperations at a particular time from a vehicle with a similar AVS code,but containing a string of code letters indicating that the vehicle hasa manual transmission.

The VIN database 21 and the AVS database 22 are linked together so thatthe AVS code for the vehicle can be derived from the VIN number.

When the vehicle user 6 first accesses the scheduling system, he or sheis asked to enter information about the vehicle that enables the AVScode of the vehicle to be found. The information provided by thecustomer can be in one of three formats, each of which providesinformation relating to different characteristics of the items ofequipment, namely the vehicle registration or licence plate number 23,the vehicle VIN number 24 or a list of physical features on the vehicle.

If the vehicle user 6 chooses to enter the VIN number 24, the AVS code27 is determined by cross-referring the VIN number database and the AVSdatabase 22.

In most countries the vehicle registration number is assigned to thevehicle when first registered in a country, and does not normally changeover the lifetime of the vehicle. The vehicle database thereforecontains a registration number database 25 which cross-refers vehicleregistration numbers and VIN numbers. If the vehicle user 6 chooses toenter the vehicle registration number 23, the AVS code 28 is determinedby cross referring the registration number 23 to the VIN number database21 and then to the AVS number database 22.

The vehicle user may alternatively enter into a dialogue with thesearching and matching system which asks the vehicle user to list thefeatures 25 of the vehicle on which the AVS code is based. Thesefeatures are then encoded to form an AVS number which is then comparedwith the AVS database 22 to confirm the AVS code 28.

When a vehicle user uses the system for the first time in connectionwith a particular vehicle, the vehicle user is allocated a customerfleet reference number 21 to facilitate future access to the system.Each customer fleet number of a vehicle user is compiled into a customerfleet reference database 26. A fourth option of the vehicle user 6 istherefore to access the vehicle database 1 by providing a vehicle fleetreference number 27.

When searching and matching system 7 has identified an AVS code 28 forthe vehicle, the next step is the identification of the relevant serviceoperation, 29.

For this purpose, the vehicle user 6 addresses the service operationsdatabase 2. This database contains three classes of information.Firstly, all available repair and service information is classified intoservice categories 30.

Typical service categories 30 would include the routine 15,000, 30,000and 60,000 km services. Secondly, each service category is associatedwith a set of ‘menus’ of service operations 31, each of which comprisesa unique combination of individual service operations, labour times andparts required for that service category (change engine oil, changebrake pads, etc). Within each service category, the service menus aregrouped into sub-sets according to vehicle type (e.g. by the relevantmodel name). Thirdly, for each service menu 31, the AVS codes 32 of allthe vehicles to which those menus are applicable, grouped first byvehicle type and then by individual AVS code. For example, the menu forthe 15,000 km service operations to be performed on 3-door vehicles ofthe range sold under the trade mark FIESTA having gasoline engines andmanual transmissions would be associated with the AVS codes of allvehicles of that type.

When the vehicle user 6 has identified the AVS code 28 for the vehicle,and the required category of service operation 30, the searching andmatching system 7 retrieves from the service operations database 3 allthose service menus 31 relating to the selected service category 30together with the associated AVS codes, excluding, first, any such menusthat fail to include the AVS codes of the vehicle type (FIESTA in thisexample) then any such menus that do not match the AVS code of thevehicle type on which the vehicle user 6 has requested the serviceoperation.

By this process, the searching and matching system 7 will normallyidentify a single menu 35 for review by the vehicle user. However, insome cases more than one menu 36 may be identified on some occasions,for example where the AVS code fails to distinguish between vehicles ofa very similar build but having different detailed features ofconstruction not identified at the time of manufacture with differentservice requirements. For example, unless separate AVS codes have beenestablished for the same vehicle fitted with solid disc brakes or venteddisc brakes, two menus will be returned, one for service of vehicleswith vented disc brakes, the other for vehicles with solid disc brakes.In this case the searching and matching system 7 then compares theprices for the performance of the multiple service operations byreference to the service facility database 4. If the prices aredifferent, then the multiple options are displayed 37 and the vehicleuser is asked to choose between them, or is quoted both prices. Havingselected a service operation, the vehicle user is offered theopportunity of arranging another service operation 38 on the vehicle,which, if accepted restarts the service operation selectionidentification process 29

FIG. 3 illustrates in more detail how the searching and matching system7 allows the vehicle user 6 to select a service facility to perform theselected service operation on the vehicle.

The service facility database 4 contains four categories of informationrepresenting selection criteria upon which the vehicle user 6 can selecta service facility that best suites his or her needs. These selectioncriteria comprise first, workshop location information 40 about thegeographical location of those service facilities capable of performingthe selected service operation, and other information such as contactdetails, and details of any associated service facilities such asseparate body repair premises.

Secondly, the service facility database 4 contains workshop accessinformation 41 giving details of periods during which the servicefacility is available to perform the service operation. The availabilityof the service facility for a particular service operation will dependon the one hand on the availability of technicians and any specialistequipment or replacement parts required in the performance of theservice operation and, on the other hand the work scheduling process ofthe individual dealer. The dealers therefore regularly update theworkshop access information 41 to include daily and weekly opening hoursof the service facility, closures for national and local holidays,segmentation of working days into booking patterns according to shifts,work periods; numbers of available technicians, the availability ofindividual technicians, the availability of specialist equipment, andwhether the vehicle user 6 requires the service operation to be carriedout whilst the vehicle user waits at the service location forcompletion.

Thirdly, the service facility database 4 includes price information 42for the service menus 31 available to vehicle users 6, which willtypically including prices for individual parts and the technician'stime, and the periods during which quoted prices are applicable.

Fourthly, the database 4 contains information about courtesy services43, such as timetables for courtesy coaches, the availability ofcourtesy cars and the availability of drivers for collection anddelivery.

When the vehicle user 6 has identified the relevant service menu 30 forthe service operation, the searching and matching system 7 derives fromthe service facility database 4 information about the location of thoseservice facilities that are capable of offering the selected serviceoperation, and displays it to the vehicle user, who makes a selection46. The searching and matching system 7 then derives from the workshopaccess information 41 details about available booking times 47 for theservice operation, from which the vehicle user makes a furtherselection. The system 7 then calculates and displays from the menu priceinformation 42 details of the price 48 of the service operation ifcarried out at the selected time. If the price is not acceptable, thevehicle user can return to make another workshop selection 46.

If the price 48 is acceptable, the system 7 derives from the courtesyservices information 43 details of courtesy services 50 available at theselected time. If the courtesy services 50 available are not acceptable,the vehicle user can return to make another booking time selection 47,or select another dealer.

If the courtesy services 50 are acceptable, the system 7 displays acomplete quotation 52 for the performance of the service operation 6,which the vehicle user confirms (53).

FIG. 4 illustrates in more detail the structure and function of thenotification system 9.

After confirmation 53 of the booking by the vehicle user 6, details 60about the scheduled service operation are sent to the dealer 2 for entryinto the dealer's workshop scheduling system 69 and a database 67containing the service history of the vehicle. Typically these detailswill include the details of the vehicle user 6, the vehicle, therequired service operation, the price quotation, the time and datescheduled for the service operation, requirements for any courtesyservices, and of any necessary parts or equipment.

The notification system also sends confirmation details 61 of theappointment by e-mail to the vehicle user 6, typically giving details ofthe selected dealer, the vehicle, the service operation requested, theprice quotation, the time and date scheduled for the service operation,and reservations of any courtesy services. The notification system 8also sends a reminder 62 by e-mail to the vehicle user 6 immediatelyprior to the date of the scheduled service operation.

The dealer 2 may use the notification system 8 to make information 64about the progress of a prolonged service operation available to thecustomer either directly by e-mail, or by other means such as posting anotice on the dealer's internet web site 66; or sending a message byanother communication mode 10 such as WAP or SMS. The vehicle user 6 mayalso be provided with access to the dealer's service repair historydatabase for information about the vehicle.

When another service operation 68 becomes due on the vehicle, such as asuch as the next scheduled service or a statutory test of the vehicle,or the need for a modification as a result of a recall campaign by thevehicle manufacturer, the dealer may use the scheduling and notificationsystem 8 to send prompt messages 70 to the vehicle user. The message 70can include available times, prices and courtesy services bysynchronisation with the dealer's workshop access database 41, menuprice database 41 courtesy service database 43, and service historydatabase 67 as appropriate. The vehicle user 6 can use the message 70 toreturn a confirmation 53 of the booking proposed by the dealer 2.

Finally, (as indicated in FIG. 1) the vehicle manufacturer or a customercall centre can access the notification system to send specificinformation about the vehicles to the vehicle user, for example in thecase of a general recall of defective vehicles, or to contact thevehicle user in connection with sales promotion activities.

1. A computer-implemented method for scheduling service of a set ofequipment, comprising the steps of: compiling information to formcompiled information in an equipment database relating to a set ofequipment, the one or more service operations to be performed on eachequipment and one or more service facilities for performing the one ormore service operations for each equipment; determining the one or moreservice operations to be performed on each equipment based on apredetermined repair and maintenance schedule; for each equipment in theset, electronically deriving from the compiled information in theequipment database one or more matches based on the one or more serviceoperations and the availability of the one or more service facilitiesfor performing the service operation; for each equipment in the set,selecting from the matches a service facility for performing the one ormore service operations; and for each equipment in the set, schedulingthe performance of the one or more service operations by the selectedservice facility.
 2. A method according to claim 1, further comprisingassigning a code that correlates with the one or more service operationsto be performed on the equipment.
 3. A method according to claim 1,wherein the compiled information in the equipment database is accessibleby providing information relating to any one of a plurality of differentcharacteristics of the equipment.
 4. A method according to claim 3,wherein the set of equipment is a set of motor vehicles and informationrelating thereto may be accessed by supplying the vehicle identificationnumber, the vehicle registration number of a list of features on thevehicle.
 5. A method according to claim 1, wherein the informationrelating to the one or more service operations is compiled in a serviceoperations database in which the one or more service operations arecoded according to the equipment on which they may be performed.
 6. Amethod according to claim 1, wherein the information relating to the oneor more service facilities is compiled in a service facility database inwhich the one or more service operations capable of being performed bythe one or more service facilities are coded according to the equipmenton which they are to be performed.
 7. A method according to claim 1,wherein the information relating to the service facilities includesinformation on a plurality of selection criteria for the servicefacilities.
 8. A method according to claim 7, wherein the plurality ofselection criteria comprise one or more of the following categories ofinformation: periods of availability of facilities; prices forperformance of the service operation; and availability of complementaryequipment or services.
 9. A method according to claim 1, wherein thecompiled information in the equipment database is accessed by the userof the equipment through an internet user interface that enables theuser to select and schedule the performance of the service operation.10. A method according to claim 1, wherein the set of equipment comprisea set of mass produced motor vehicles.
 11. A computer system forscheduling service of a set of equipment, the system comprising: acomputerized database of compiled information relating to a set ofequipment, one or more service operations to be performed on eachequipment and one or more service facilities for performing the one ormore service operations; a electronic searching and matching system for:determine the one or more service operations to be performed on eachequipment based on an predetermined repair and maintenance schedule;derive from the compiled information one or more matches based on theone or more service operations and the availability of the one or moreservice facilities for performing the one or more service operations foreach equipment; and select from the matches a service facility forperforming the one or more service operations; and a scheduling andnotification system for scheduling the performance of the one or moreservice operations by the selected service facility.
 12. A systemaccording to claim 11, wherein the information relating to the set ofequipment is compiled in an equipment database and each equipment isassigned a code that correlates with the one or more service operationsto be performed on the equipment.
 13. A system according to claim 11,wherein the compiled information is accessible by providing informationrelating to any one of a plurality of different characteristics of theequipment.
 14. A system according to claim 13, wherein the set ofequipment comprise a set of motor vehicles and information relatingthereto may be accessed by supplying a vehicle identification number, avehicle registration number of a list of features on the vehicle.
 15. Asystem according to claim 11, further comprising a service operationsdatabase in which the one or more service operations are coded accordingto the equipment on which they may be performed.
 16. A system accordingto claim 11, further comprising a service facility database in which theone or more service operations capable of being performed by the servicefacility are coded according to the equipment on which they are to beperformed.
 17. A system according to claim 11, wherein the servicefacility database includes information on a plurality of selectioncriteria for the service facility.
 18. A system according to claim 17,wherein the plurality of selection criteria comprise one or more of thefollowing categories of information: periods of availability offacilities; prices for performance of the service operation; andavailability of complementary equipment or services.
 19. A methodaccording to claim 11, wherein the database of compiled information isaccessed by the user of the equipment through an internet user interfacethat enables the user to select and schedule the performance of theservice operation.
 20. A computer-implemented method of schedulingservice of a fleet of motor vehicles, the method comprising:electronically receiving fleet information including informationrelating to a number of motor vehicles in a fleet, one or more serviceoperations to be performed on each motor vehicle, and one or moreservice facilities for performing the one or more service operations foreach vehicle; electronically storing the fleet information in a fleetdatabase; determining the one or more service operations based on apredetermined repair and maintenance schedule and without fleetproprietor intervention; for each vehicle in the fleet, electronicallyderiving one or more service matches based on the one or more serviceoperations and the availability of the one or more service facilities;for each vehicle in the fleet, receiving a service facility from the oneor more service matches; and for each vehicle in the fleet, receiving anappointment for the performance of the one or more service operations bythe received service facility.